Abstract (EN):
In recent years, the European Customer
Satisfaction Index (ECSI) model has become a
popular way of assessing customer satisfaction.
Customer satisfaction and retention are
considered as key issues for organizations in
today¿s competitive market place, turning it into a
vital concern to achieve customer loyalty.
Therefore, it was necessary to develop one
reliable and independent frame-of-reference of
customer satisfaction, allowing the comparison
between companies within the same sector and/or
that operate in the same country, or at a
macroeconomic level. The ECSI model is a
framework, adapted from the Swedish Customer
Satisfaction Barometer and American Customer
Satisfaction Index, which aims to harmonize the
Customer Satisfaction Indexes (CSI) in Europe.
This paper describes one approach based on the
ECSI model, developed to assess the satisfaction
of Portuguese injection mould customers. Two
main groups of customers were studied, the
Portuguese and the American injection companies,
where the data was collected by a self-respondent
questionnaire sent by e-mail. The ECSI models
were estimated according to two main techniques,
the covariance-based or hard modelling methods
(sometimes called LISREL) and the componentbased
techniques or soft modelling methods (e.g.
Partial Least Squares). Therefore, it was possible
to compare the satisfaction of the Portuguese and
American customers, as well as comparing the
performance of the two main techniques used to
estimate the models.
Idioma:
Inglês
Tipo (Avaliação Docente):
Científica
Nº de páginas:
9
Tipo de Licença: